Laboratory Customer Support Consultant - Dutch and English speaker

Our Customer Support Consultants are the direct line between IDEXX and our customers, playing a crucial role in achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy. As the first point of contact, our support professionals are vitally important, developing deep and meaningful relationships with our customers and offering solutions to meet their unique needs. Every interaction with a customer allows us to demonstrate the power of diagnostics that helps veterinary practices—and the pets under their care—thrive.

As a member of this team, your day might start with a call from a vet planning a surgery for Molly the cat, requiring additional tests to be sent to one of our laboratories based on preliminary testing results. You will provide timely and accurate answers about which samples to send and the turnaround time for tests, helping our customers in a timely and accurate manner.

What you will do:

• Act as the liaison between customers and the IDEXX laboratories.
• Provide and clarify processes for lab tests, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples.
• Assist customers with questions regarding turnaround time, sample requirements, and pricing.
• Actively detect trends and find solutions for recurring issues.
• Answer emails and take notes on all pending actions in our customer relationship systems.
• Connect with laboratories, the sales team, and your fellow customer support colleagues.

What else do we offer:

• Work in an international environment.
• Join social events, volunteering days, and wellness activities.
• We offer virtual, hybrid, or on-site work. Our office is located in Hoofddorp, Netherlands (next to the train station, 20 minutes from Amsterdam).
• From day one, you will get full autonomy in your work and ample support when you need it.
• Join a successful team who is proud of their work and motivated by their unified purpose of helping others.
• Work with people who are inspiring, open, and the best in their operating space.
• With a team of over 11,000 globally, there are many opportunities for learning, personal growth, and career expansion.
• Be part of a double-digit growth company in a rapidly growing market, leading the way with innovative products, services, and a strong focus on customers.

What You Need to Succeed:

• The ideal candidate is a self-motivated and creative person, who can anchor these traits with a high degree of accuracy and an analytical mindset.
• Fluent in Dutch and English is a must.
• Flexibility to take on new challenges, openness to change, and willingness to think outside the box, as things are changing at a rapid pace at IDEXX.
• Strong problem-solving skills and fine attention to detail.
• Superb communication (both written and verbal) and listening skills, including the ability to communicate complex technical issues to both technical and non-technical users in a professional, positive, friendly, and understandable manner. Strong interpersonal skills with the ability to establish rapport quickly.
• A proven track record of providing extraordinary customer service.
• Strong computer and technical skills, with the aptitude to learn applicable software and hardware.
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful.
• Strong organizational skills, especially in a multi-tasking environment.
• Ability to withstand stress.
• Ability to be on the phone for 8 hours a day.

Why IDEXX

We’re proud of the work we do, because our work matters. As an innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Did we mention that we are a dog-friendly office? 🐶

Let’s pursue what matters together.